Hanover Marriott

I was very disappointed with the customer service at the front desk. As a Marriott Bonvoy member who travels frequently, I’ve stayed at many Marriott properties and have always expected high-end service from a Marriott property, but today it was proven wrong.

We had multiple reservations and politely asked if our rooms could be placed together since we were traveling as a group and sharing luggage and other personal items. Without even checking availability, the front desk representative, Matt Rumer, immediately said no, told us, “Your room is whatever it is,” and then called the next guest before we had even finished speaking.

What made the experience even more frustrating was seeing guests who checked in after us receive rooms on the same floor. While I understand room assignments depend on availability, it appeared that no effort was made to accommodate our reasonable request or even explain why it wasn’t possible. It also felt like we were treated differently from other guests, as others were welcomed and assisted politely while we were dismissed without the same level of courtesy or attention.

I paid to stay at this hotel—I wasn’t asking for a free upgrade or special treatment. I simply expected courteous, professional service and for my request to be considered respectfully. Unfortunately, the representative’s rude and dismissive attitude left us feeling unwelcome and singled out.

We also brought this concern to the attention of the front desk manager, Binh Lai, in hopes of a resolution, but the experience still fell far below the level of hospitality I’ve come to expect from Marriott.

I hope management addresses this issue and ensures front desk staff treat every guest with the courtesy and respect they deserve.

I was very disappointed with the customer service at the front desk. As a Marriott Bonvoy member who travels frequently, I’ve stayed at many Marriott properties and have always expected high-end service from a Marriott property, but today it was proven wrong.

We had multiple reservations and politely asked if our rooms could be placed together since we were traveling as a group and sharing luggage and other personal items. Without even checking availability, the front desk representative Matt Rummer immediately said no, told us, “Your room is whatever it is,” and then called the next guest before we had even finished speaking.

What made the experience even more frustrating was seeing guests who checked in after us receive rooms on the same floor. While I understand room assignments depend on availability, it appeared that no effort was made to accommodate our reasonable request or even explain why it wasn’t possible. It also felt like we were treated differently from other guests, as others were welcomed and assisted politely while we were dismissed without the same level of courtesy or attention.

I paid to stay at this hotel—I wasn’t asking for a free upgrade or special treatment. I simply expected courteous, professional service and for my request to be considered respectfully. Unfortunately, the representative’s rude and dismissive attitude left us feeling unwelcome.

This interaction fell far below the level of hospitality I’ve come to expect from Marriott. I hope management addresses this issue and ensures front desk staff treat every guest with the courtesy and respect they deserve.

The staff at this Marriott is amazing! The front desk including Kayla, the front office manager, is by far the best group I’ve come across and have interacted with, and I travel very frequently. I can’t say enough about their customer service and making you feel welcome and like a valued member of Marriott and customer overall. If I could give 10 stars I would. Always enjoy staying here and look forward to it…

We selected Hanover Marriott for our daughter's wedding and booked approximately 110 guest rooms, trusting Marriott to deliver the level of service expected for a once in a lifetime celebration. Unfortunately, the experience was one of the biggest disappointments of our wedding weekend.

Despite months of planning and repeated coordination with the hotel, many guests—including members of the wedding party were left waiting well past check-in time for their rooms, creating unnecessary stress before our events.

The most unacceptable issue occurred during our Sangeet in the Grand Ballroom, where the air conditioning failed for virtually the entire evening. Hundreds of guests spent nearly five hours in an uncomfortably warm ballroom despite repeated requests for assistance. For an event venue that regularly hosts weddings, this should never happen.

The problems didn't stop there. Housekeeping failed to service some rooms, including the bride and groom's suites, for multiple days despite repeated requests. Several guest rooms experienced flooding and overflow from the shower drain and other maintenance issues. Our welcome bag distribution was mishandled, with some wedding guests never receiving their bags while unrelated hotel guests did. Communication from parts of the front desk was inconsistent, and some staff members were dismissive when guests sought help.

The one exception was Kayla at the front desk, who consistently demonstrated professionalism, kindness, and a genuine desire to help. She deserves recognition for her outstanding customer service.

When a family entrusts a Marriott property with over 100 guest rooms for a wedding, they expect organized operations, proactive communication, and service that reflects the Marriott brand. Unfortunately, Hanover Marriott failed to deliver on those expectations in several critical areas.

The venue itself has great potential, but our experience was overshadowed by preventable operational failures that affected not only our family but many of our guests. We sincerely hope Marriott investigates these issues and makes meaningful improvements for future wedding parties.

The lady from the front desk was so nice to me! Lobby was nice!

Friendly staff and clean facilities

Came in for a family event. Ask if an upgrade was available. I was given a room with a balcony. The room was at the end of the hall. It was showing a lot of wear and tear and had dead flies by the balcony door. I immediately went to the front desk and requested a room change. They changed my room and that one was worse. The AC was loud and not working. The room was old, furniture had scratches and the fridge was not working. I called the front desk about the AC and the fridge. They replaced the fridge and sent someone to fix the AC. The person took off the AC cover and said he closed the hot water valve. He told us to wait 20 minutes it should work. There are no valves going to any AC. He just said that to appease us. What he didn’t know is that my husband is a trade man and knew that he was not telling the truth. I was too tired to move. We suffered through the night with the loud noise and heat until I couldn’t take it anymore. I called the front desk to complain around 5 am, they switched my room immediately. Now as a bonvoy member and having so many issues you would think that they would upgrade me to a nicer room. They did not. They gave me the room next to mine. At least this AC is working and it’s quiet.

Review of Hanover Marriott

We are have recently stayed several times at the Hanover Marriott. Our opinion is it is the best hotel we have stayed at in Morris county, and we have stayed at all of them through at protracted house renovation.

The rooms are fine, the beds are among the best, and having a restaurant in house is very convenient. Proximity to several fine restaurants and a nearby Wegmans provides many dining options within a mile. But what really makes any great hotel is the staff and the reception you receive. We have found the the front desk to be very helpful during the day shifts. In particular, Anna-Camille and Binh Lai provide excellent service, and always make us feel at home. It is because of these two individuals that we choose the Hanover Marriott over the competing hotels in the area.

I just stayed at the hotel for the second time for two nights. Upon check in I had the pleasure of having Maria check me in. She is wonderful. What an amazing asset to your hotel. So friendly and professional. Please reward her. Didn’t make use of any facilities etc. The rooms were fine. Will be back especially because of people like Maria.

I didn’t eat the breakfast

the staff was wonderful and welcoming and the rooms were nice and clean

I’m giving the staff, Anna and Maria and the two gentlemen whose names I didn’t get 5 STARS. I’d give them more if I could! I had quite a lot of issues during my stay and if the staff didn’t take such good care of me, I would be giving this hotel only 1 star. Thank you for all your help and please someone give them all a raise. They deserve it!

The three women at the desk, namely, Emilie, Halle and Khadijah were so extremely helpful to me. They were patient they were understanding it was a very excellent experience.

We had an outstanding stay at the Hanover Marriott in Whippany, NJ celebrating the Christmas Holiday with our family and friends. We appreciate the hospitality and excellent service from the hotel staff! We’re especially grateful for a particular staff team member, Binh who went out of his way to always be so helpful and kind to our family and friends during our stay! Thank You Binh.

Location very convenient for my needs. Gorgeous hote! immaculate, great size room and comfortable bed.
But the Pierre de resistance, the staff! When I tell you that Tara Tan went above and beyond customer service, I really mean it! We had a snowstorm overnight, I did not have anything in my car to get the snow off. The gentleman at the front desk let me a brush and Tara followed us outside cleaned off the entire car! Wow.